This company often issues mandatory time off, meaning that they will cut several hours off of your work schedule because "call volume is low." This means that if you're a fulltime employee promised 40hrs a week; you will only get about 35. Cutting these hours has nothing to do with metrics or performance; this is across the board. Other times the company will issue mandatory overtime, and you have no say in when these hours are scheduled to you. You could be scheduled to work two hours on one of your days off, or you might have an hour or two added before or after your regular shift. If these hours are missed, it is counted as a work schedule violation and will result in a warning. Repeat violations result in the separation of employment. If you miss work, either by calling out or are just a few hours late, your PTO time will be used to cover those hours, and this happens with or without your consent. Yes, you will lose PTO if you miss your shift for ANY reason. PTO is accrued based on the number of hours an employee works. If the company is issuing mandatory time off, then you will not meet the 40hr weekly requirement to accrue PTO. Training tends to be extremely poor. By the time the eight week training period is over, the tools you've learned very well may be obsolete. Call handling and escalation procedures can completely change in a few weeks after you begin taking calls. Lastly, the company will market this role as a Tier 2 Tech Support role, but in actuality, you are customer service. In this role, you will be expected to perform the role of salesperson, billing agent, retention agent, and whatever else they can try to tack on to your role. Your responsibilities may change or increase with no change in pay. There are no raises or promotions offered in this role.
